Verified Job
Customer Support / TeleCaller
Quality Analyst
Customer Support / TeleCaller
#250143
Remote / WFH
Job Description
Job Description 2. Feedback to be given to CSE's for QE done on the previous day. All shifts to be covered. 3. Immediate feedback to be given to CSE's who score low quality score and fatals. 4. Evaluate at least 30% of escalations to TL / Mgr received during the previous day.
Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.
6. Evaluation of low scorers to identify their weekly improvement and need for refreshers 7. Share action plan with supervisory team of Aegis and TALIC along with responsibility, timeline etc 8. Share delivery against action plan along with results if any. Evaluate at least 10% of angry customers and 10% of happy customers.
Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.
6. Evaluation of low scorers to identify their weekly improvement and need for refreshers 7. Share action plan with supervisory team of Aegis and TALIC along with responsibility, timeline etc 8. Share delivery against action plan along with results if any. Evaluate at least 10% of angry customers and 10% of happy customers.
